Our claims service promise

At Intact Insurance, we know that making a claim is the most tangible reminder of the value of a good insurance partner. That’s why our claims service is built around strong relationships, deep expertise, and smart technology. We support brokers and customers before, during, and after every claim.

Download our claims service promise presentation.

Claims built on relationships

We invest time in getting to know our brokers and customers, understanding what matters most.

Our Claims Account Management Team works closely with you to tailor solutions that meet your customers’ needs, ensuring we’re fully prepared from the moment a claim is notified.

• Before: We help you and your and customers prepare for the unforeseeable with tailored claims insights and solution to meet customer needs.
• During: Our claims experts act quickly to get businesses back on track, with clear ownership and rapid escalation when needed.
• After: We access tailored claims management information and apply lessons learned to reduce future risk and improve outcomes.

We’re here every step of the way, building trust and delivering peace of mind.

Number 1 for commercial claims - as voted by brokers

• Voted number 1: Brokers vote our commercial claims service as number 1.
• Brokers are our advocates: Nearly half of brokers actively champion our brand.
• Ease of claim: 91% of brokers agree it's easy to make a claim with Intact Insurance thanks to our simple, responsive process and proactive support.
• Claims expertise: Brokers value our specialist claims knowledge, with 98% agreeing that Intact Insurance provides the expertise needed to resolve claims smoothly and successfully.
• Doing more for our brokers: Almost 30% of brokers have seen an improvement in their experience with Intact Insurance in the last 6 months, including better communications, responsiveness, and speed of claim resolution.
• Exceeding expectations: We don’t just meet expectations - we exceed them. With 91% of brokers agreeing that it’s easy to make a claim with Intact Insurance, and 98% valuing our specialist claims expertise.

We deliver precision, care, and confidence, every time.

Above results are based on Broker Voice 2025 survey results

Transforming claims to drive efficiency, expertise and recommendation

We’re evolving our claims service to deliver even greater value for brokers and customers:

• Fast, fair settlements through expert triage and milestone tracking.
• Strengthened in-house capabilities including internal Loss Adjusting and Legal Services.
• Deploy specialist solutions from suppliers for Commercial Motor and Property.
• Enhanced training and expertise for better outcomes for complex and high-value claims.
• Business continuity leveraging direct access to Underwriting and Policy details for faster decisions and payments.
• Scalable capacity during surge events to maintain service continuity.

Benefits for your customers:

• Hands-on support from empowered internal experts.
• Faster resolution and settlement through issue identification and action plans.
• Economically sound outcomes that protect financial and reputational interests.

Digital claims technology that simplifies, accelerates and empowers

Our digital tools make claims easier for Motor and Property brokers and customers:

• Instant access: notify claims, upload documents, and track progress online.
• Real-time updates and alerts: stay informed with automated alerts and customisable communications.
• Flexible contact options: choose live chat or phone support.
• Faster claims resolution: resolution through digital FNOL and triage tools.
• Accelerated payments: Guidewire-enabled claims paid in just two hours.
• Reduced manual effort: more time to focus on customers and business growth.
• Single integrated platform: Integrated platform connects 33+ specialist apps for seamless service.
• Consistent experience: whether Motor or Property, enjoy a unified, predictable journey.
• Enhanced reporting: tailored centralised data and insights for you and customers.

We combine innovation, speed, and simplicity to deliver a better claims experience.